Customer Success Manager (Americas - Remote)
Job TitleTLDR; We build software for Airbnbs to rent themselves, with a state-of-the-art product and user experience.We have crafted an Applicant Handbook, which we highly recommend you check out, where you can find out more about the company, culture, how we recruit, what we do, and how we do it.We are bold, like risks, and take on big challenges together.Our customers love the product, provide valuable feedback, and trust us to rapidly help them with more of their problems.Feel free to check out one of our public Townhalls for yourself.Hospitable.com is a remote-only and fully distributed company.We hire based on timezones.What You Will Be Working OnYour mission will be to make our customers raving fans of our product and company.You'll be doing this through the following :Customer Relationship Management :Develop and maintain strong, long-lasting relationships with assigned customers by acting as their primary point of contact, understanding their business needs, and ensuring their satisfaction with our software.Quarterly Business Reviews :Conduct Quarterly Business Reviews (QBRs) with assigned customers to assess the current use of the software, discuss upcoming features, and identify any challenges or opportunities for improvement.Product Roadmap Updates :Keep customers informed about the latest product developments, upcoming features, and how they can leverage these to achieve their business objectives.Gather feedback to influence future product enhancements.Upsell and Expansion Opportunities :Proactively identify and drive opportunities for customers to expand their use of our software, whether through additional features, higher-tier subscriptions, or complementary products, aligned with the customer's strategic goals.Customer Advocacy :Serve as the voice of the customer within the company, ensuring that customer feedback and insights are heard and acted upon by the product, support, and marketing teams.Work with one of our awesome customer advocates Rey, whose favorite fruit is Grapefruit.Performance Tracking and Reporting :Monitor customer health metrics, track the success of implemented strategies, and report on customer satisfaction and retention metrics.. Experience: 3 years required